PENGARUH TOTAL QUALITY MANAGEMENT TERHADAP KREDIBILITAS CUSTOMER DI PT PUTRA DUTA BUANA SENTOSA SIDOARJO

WIJAYA, PEFPRI DARMAWAN (2017) PENGARUH TOTAL QUALITY MANAGEMENT TERHADAP KREDIBILITAS CUSTOMER DI PT PUTRA DUTA BUANA SENTOSA SIDOARJO. Diploma thesis, STIE MAHARDHIKA SURABAYA.

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Abstract

In the era of free trade, every company has to face fierce competition with companies - companies from around the world. To survive and succeed and expand its market share in this era of free trade, the company must create value for consumers and have the ability to compete (competitive advantages). Business strategy that can be done is by paying attention to customer satisfaction, which means it meets the growing consumer demand is a high quality product (quality), affordability (cost) and service (service) satisfactory. Only companies that really - really good quality that can compete in the global market. This study aims to determine and analyze the effect of variable focus on customers (X1), continuous system improvement (X2), education and training (X3), the involvement and empowerment of employees (X4) on the credibility of the customer (Y). Samples taken as a study of 50 respondents are then processed using the SPSS testing Validiitas Test and the results are valid. The next test is the test Test Relliabilitas and the result is reliable. The results of the testing of normality turns normal distribution of research data. In the test, namely Classical Assumption Test Heteroskidastity and Multicollinearity know the results of research data does not contain the elements - elements of the classical assumptions. Multiple regression equation Y = - 1.833 + 0.034 X1 + 0.061 X2 + 0.610 + 0.227 X3 X4. Test Coefficient of Determination is the result of 71.9% with a dominant variable is education and training (X3). Simultaneous trials found that the variable focus on customers (X1), continuous system improvement (X2), education and training (X3), the involvement and empowerment of employees (X4) simultaneously significant effect on the credibility of the customer (Y). Test Partial result variable customer focus (X1), improvement of the system of continuous (X2), the involvement and empowerment of employees (X4) partially no significant effect on the credibility of the customer (Y), while the variables of education and training (X3) partially significant effect to the credibility of the customer.

Item Type:	Thesis (Diploma)
Uncontrolled Keywords:	Total Quality Management (TQM), customer focus, improve the system, involvement, empowerment, credibility.
Subjects:	Manajemen
Divisions:	S1 Manajemen
Depositing User:	Unnamed user with email lib.stiemahardhika@gmail.com
Date Deposited:	17 Oct 2018 02:03
Last Modified:	13 Dec 2022 08:43
URI:	http://repository.stiemahardhika.ac.id/id/eprint/64

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